Lumen Technologies Reviews (%countItem)
Lumen Technologies Rating
Address: 930 15th St Fl 11, Denver, Colorado, United States, 80202-2932
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My wife set up our account with Century Link, and set up an install date. They cancelled our first two install dates, and finally showed up for an install date on 8 June 2020. Upon arrival the technician stated that there was a 300 dollar install fee as of 01 June 2020. If they had made their original installation date we would not have had this fee. Also, this fee was never discussed, never briefed to us, and is not in any of the paperwork Century Link sent to us. The technician admitted that they aren't telling people about this, and what's more there is another 100 dollar fee to hook a phone cable from the wall to a modem/router existed. So, Century Link wants to charge us a previously undisclosed 400 dollars. After several hours and being dropped from their automated system multiple times I spoke to a representative that was still trying to sell me even more services instead of resolving our problem (she was polite, it was obvious Centurylink made her do it). Finally, I spoke to the Supervisor *** employee number ***. He refused to acknowledge any problem and said that we just had to pay the fee if we want service. They are the only service provider in our area, and the count on people folding because of this. *** also said that there is no record of our other appointment dates (we have some of it in emails) , and that we could not speak to anyone else about resolving this. He said Centurylink does not let customers talk to anyone above him. I explained that this was not disclosed in any correspondence with an agent or through all of the paperwork we received. The paperwork says nothing about these additional charges. *** said he would only transfer me to cancellation and that the fee exists even though we were never told about them. I repeatedly asked him to pass my call to someone who could help, and he refused just saying that we could cancel our service with another deparement. He also said that we could just have the installations done and get them waived later, which we declined onviously. He then said he was hanging up on me, to which I said do not hang up. He disconnected without the problem being resolved or letting me speak to anyone else. This company has a terrible rating and multiple lawsuits fr states due to unethical pricing schemes and deliberately misleading practices. They are the only service in our area, and I require high speed internet for work. I have also bought a modem already as they recommended in order to not be charged monthly. The installation service tech said that none have his customers have been told, and they all keep cancelling. This all aside from the fact that if they hadn't moved our dates they wouldn't be charging us this fee.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. First of all, this is a new process that has been implemented to cover the cost incurred for non-regulated service where there is no previous connection already at the location. The agent would not know if the policy went into effect after the order was completed I the customer ordered it prior to the process being implemented. The charge varies and can only be decided by the tech upon arrival as it has to with the physical location the man-hours and the materials that are needed to complete the installation.As for the installation fee, there is much more that goes into the installation than just plugging the modem in.Prior to running the wire connection, they would have to visit the central office and the remote terminal to ensure that the pair used is ready to go and then proceed to connect the right pair at that remote location before doing the wire install.Most of what occurred was a mater of timing, the changing of the installation dates, and the policy that went into effect in-between the time the order was written and the time the final installation date was established.If the customer would like to re-visit getting the service, I will waive the wire installation fee but not the $99.00 install as a consideration for the issues experienced with the initial order.The customer can contact me directly for assistance with this order at ***@CenturyLink.com for assistance.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
We use to have phone service through Century Link, we canceled service almost a year ago. Recently, we discovered they still have their phone box mounted to the exterior of our home and when this box was mounted, the phone plate was pried off exposing the interior wall to our home. A recent visit from Terminix indicated we have a rat problem and pointed to this area as a vulnerable spot to our home. We now have drywall exposed in this area and rat droppings appear. I have been calling for two days to get a tech to come to the home to remove thier box and secure this spot back up and cannot get one person to assist. I have been on hold for up to two hours while being transferred around. I need a Century Link person to come to our home and safely remove thier box from our home and secure this hole back up.
CenturyLink appreciates Ms. giving us the opportunity
to review our handling of her account ***. I would like to apologize for the less than
exemplary service that Ms. recently received from CenturyLink representatives. Her comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Ms. will need to open a Damage Claim regarding the
alleged damage to her home. She can
contact our Risk Management/Unicall line at 866 864-2255(option #1,#1, #1). ***, CenturyLink’s Claims Administrator,
will open and investigate Ms. claim. In addition, I have requested a repair ticket to be opened to investigate
the possibility of have our Network Interface removed from her premise. CenturyLink regrets any inconvenience Ms. has
experienced.***CenturyLink Customer Advocacy
I have been getting mixed messages from CenturyLink for the past two years. I ended my service with CenturyLink in May 2018 and they said at that moment that I did not owe anything and that my account was clean and cancelled. I kept receiving letters in the mail stating that I owe money; when I called CentruyLink they kept telling me that the letters were wrong and on "their end" they showed no money due and they would send up updated statements to reflect this. Two years, later I am being sent to collections for something that was said to be a mistake on CenturyLink's part. I would like to dispute these charges on my account of the account of negligence from the agents and company.
CenturyLink appreciates Ms. giving us the
opportunity to review our handling of her accounts *** and
***. I would like to apologize for
the less than exemplary service that Ms. recently received from
CenturyLink representatives. Her comments
are appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative
impact we have on customers when we fail to do our jobs well. Our records indicate Ms. disconnected her
account, ***, on May 29, 2018. A $218.14 credit was issued on June 8, 2018 but reversed on April 25,
2019. Because Prism service bills from a
different billing system, account *** reflected a balance due. Our records indicate Ms. spoke
with a representative on June 12, 2020. A credit for $218.14 was issued.Both of Ms.’s account reflect a zero-balance
due. CenturyLink regrets any
inconvenience Ms. has experienced.***CenturyLink Customer Advocacy
I have contacted CenturyLink multiple times both by phone and online chat to resolve an ongoing internet issue. Since the outbreak of COVID19 I have been having to work from home since 03/31/2020. Every day my internet freezes up or I drop connection altogether resulting in me being on the phone with the IT department of my company sometimes up to 3 hours to try and get me back up and running. The head of my companys IT department had me do a speed test and it was determined that I was only getting point 59 mbps download speed. She advised me that in order to do my job it was necessary to have between 5 to 8 mbps download speed. I have been paying 103.00 a month for 12 mbps download for the past 3 years and of course I am getting no where near that. After contacting CenturyLink tech support on 06/04/202 they determined that it was a bad modem and a new one would be overnighted to me. I was told I should have it by Friday 06/05/2020. By Saturday night I was back online chatting with another agent to try and find out why I didn't have the modem that was supposedly overnighted. After waiting for several minutes they told me that due to COVID19 UPS wasn't shipping overnight and it would take 3 to 5 business days before I would have the new modem. I asked them why I wasn't told this on Thursday night when the issue was discovered and I was told by the chat agent that they understood and to have a good night.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. During these Covid-19 times, companies and consumers are both affected by various impacts on the businesses and services and the other companies that we work with to which CenturyLink relies on to provide the service you pay for.This UPS information was obviously missed by the initial agent or the information came in just shortly after the initial order for the overnight shipping was placed as it was placed for this type of shipping. I have issued an adjustment to the account for $43.03 which is for the downtime experienced by the customer.CenturyLink does not issue adjustments or make compensatory payments to offset wages the customer may have incurred as a result of the service or equipment not working properly. 43.03 is a full month’s charges for the internet portion of the bill.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***
Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Trying to make payments via phone auto payment system has not wor for months
instead you get directed to a real person and then because I spoke to a person
without notice they charged me a extra $3.
I have made several attempts at telling them about the issue, and they don’t fix it
plus the representative was extremely rude.
I have reviewed the Revdex.com complaint from Mrs. regarding her frustration with our pay by phone system and being charged a fee to make a payment with an agent. CenturyLink is sorry to hear about this experience we are happy to look into the issue and see what we can do to help.
I reviewed the call from 05/14/2020 Mrs. expressed her frustration trying to make a payment over the phone stating the automated system was having issues. Agent *** was very polite and professional and explained that our automated system acts up when too many customers are trying to make payments at the same time.
CenturyLink apologizes for the frustration caused by our overloaded automated system we certainly understand Mrs. frustration. I have credited the $3.50 fee to Mrs. account due to the IVR payment system issues.
Centurylink appreciates Mrs. contacting us, so we could review her call with our agent, identify the cause of the system failure, and provide her with a credit for the fee she had to pay making a payment with our agent.
Sincerely,
Mr.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
I have been requesting my account be closed for over 4 months now. Every person I speak to has to transfer me to someone else and they still have not closed the account, but continue to bill me. I am not provided any type of confirmation or resolution from anyone other than to pay the balance on the account which should not be there because the service should have been cancelled. I use an alternate provider for my internet since January 30th when the service with Century Link should have been cancelled.
I have reviewed the Revdex.com complaint from Mrs. regarding her suspended CenturyLink account. CenturyLink is happy to look into this matter and see what we can do to assist.
I reviewed a call from 01/30/2020 Mrs. called to see why her service wasn't working since she had recently made a payment. Agent *** advised Mrs. the payment was rejected so the account was put into suspend status. Centurylink sent Mrs. a late notice email then put in to deny status. On 02/21/2020 Mrs. made a $50.00 payment on the account with no additional payments made the account remained in suspended status.
Based on my findings of the transaction history I have disconnected the account and backdated the changes to 02/20/2020 the last payment date. Mrs. will receive a final billing statement within 7-10 business days which will show the backdated charges and the final amount due on the closed account.
Centurylink appreciates Mrs. contacting us, so we could investigate her account status, provide her with our findings, and place a disconnect order as requested.
Sincerely,
Mr.
Lies, lies, lies!!! Great for the 30 minutes after the techs $100 trip visit, then back to garbage. After 3pm I can’t get more than 15 download but my upload is ripping. Who care about upload when you can’t stream anything. Only good part is I get to look at my bill and see I’m supposed to get 980. Maybe in the next 10 years it will come true but so far I have fought over and over with this place to be disappointed more times than satisfied. I’m very easy to satisfy too which is the bad part. I would recommend to my worst enemy.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
They sent me two emails letting me know that my order status changed, but I had not made any orders much less changed any status. I had to call them multiple times to figure out what was going on because chat and phone agents just hung up after waiting on hold for over an hour. It turns out they were just removing promotions from my account that I never used or qualified for. They have completely trash service and don't care about your time at all.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I reached out to Centurylink on Friday May 15th, 2020, I spoke with *** in their chat customer service, I asked that my address be changed due to me moving and I scheduled an appointment for a tech to come out on Friday May 29th. I received a conformation email from *** explaining that the address has been updated and appoint was scheduled. The tech came out at 10 AM on Friday May 29th, he was having issues getting the internet connected, he spoke with someone in their back office and he explained that he was told that there was incorrect credentials on the account. The back office told him that it would be resolved on within 3 hours, a representative would call me and he left at 11:30AM. I waited until 3:30 PM to see what was going on because I did not receive a phone call. I called was on hold for 45 mins then the line got disconnected. So I reached out to their customer care chat room, I was transferred three times and no one could figure out what was going on. All weekend being transferred then finally was given a phone number to call. I called the phone number on Monday June 1st at 3:30PM was on hold for 40 mins until a tech answered, *** or *** who was the tech assistant me, then an hour later she realized that the address was incorrect and I needed to be transferred to customer to get that changed. Even though I received conformation on May 15 that is was change to the new address! I was on hold for another 50 mins to customer to be told from *** that it was the incorrect department, once again transferred to be told that the offices were closed and I needed to call back the next business day! So, Tuesday June 2nd I tried again to do the customer care chat, I spoke with *** about the issue, she was trying to reach out to a manager to speak with me and was unable to get a manager. She refunded a month but that does not help the frustration that I am on day 6 now from no one reaching out to me as a manager or tech and the internet is still not resolved! This is the worst customer services and this is unacceptable to give the run around, not provided the services that I am paying for and to be constantly told I need to keep call in. When I call in nothing gets resolved!
I have reviewed the Revdex.com complaint from Mr. requesting a status update on his CenturyLink prepaid internet service. CenturyLink is happy to check the status of this account and provide Mr. with our findings.
On 06//03/2020 the credit card we had on file for the prepaid account declined which put Mr. account in a suspended status. The account was reactivated and the billing date changed to the 12th of the month. On 06/12/2020 the credit card on file declined the account was then put into disconnected status. If, Mr. would like to resume service he would need to set up a new prepaid account on our website the disconnected account can't be reactivated.
CenturyLink appreciates Mr. contacting us, so we could investigate the reason the service wasn't working and provide him with our findings.
Sincerely,
Mr.
Complaint: ***
I am rejecting this response because:
Dear Mr.,It is honestly disheartening that you were so quick to say
the credit card prepaid payment was declined when I had your team come out on
Friday May 29th, 2020 at 10am
to hook my services up at the new address which never happened. Also, your Tech
told me that I would be called in that same day to resolve it and NEVER DID! I called
every day after that to fix my services before even trying to pay you! So, why
would I pay for services that were never working to begin with. Maybe you
should do your diligence before being rude and throwing that the reason why is
because my payments were declined. This is truly disgusting that you did not
read my compliant about the situation but was so quick to judge the decline
payments. I will be filing another compliant for the rudeness of your response
and it is Mrs. if you pay attention to your customers at all! This didn't to escalate the way it did but your customer care tried their best to help but the management there is horrible because they have to deal with all the dirt work while no help from their management team at ALL!
Sincerely,
Mrs.
I have reviewed the reply from Mrs. regarding the status of their CenturyLink account. I apologize if the previous reply seemed rude I was just stating the series of events based on the account history and notes. If, Mrs. would like to set up a new account she certainly could we are happy to help.
Sincerely,
Mr.
I closed my century link account in May of 2019 with a 0 balance and have now been sent to collections 2 times saying that I owe money. The first time I disputed it and spent hours on the phone trying to resolve it, which I was finally able to. I have also spent hours on hold again trying to get to the right department/person who could possibly help again, to no avail this time.
I have reviewed the Revdex.com complaint from Mrs. regarding her closed Centurylink account collection notice. CenturyLink is happy to investigate this matter and provide Mrs. with our findings.
I was able to review the call between Mrs. and CenturyLink credit agent *** who searched for any outstanding CenturyLink bills and didn't find any. Our agent searched by SSN and the account number in question and found the final billing statement showed a credit balance not an amount due. *** advised Mrs. she would need to dispute this collections from the collections agency who would then need to contact CenturyLink to validate the bill. The note's history show another credit agent *** confirmed on 06/09/2020 there is no amount owning under Mrs. SSN nor the closed account. The notes show on two occasions we sent the last three months copies of the bills so Mrs. would have them to further dispute the collections activity.
Based on my findings CenturyLink doesn't show any balance nor any record of us sending Mrs. to collections. I would advise Mrs. disputes this collections attempt by Constar Financial as recommended by our credit department.
CenturyLink appreciates Mrs. for contacting us, so we could investigate this billing dispute, confirm there is no balance due, and advise her to dispute the collections with Constar.
Sincerely,
Mr.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
Worst Customer Service ever, I have been in Customer Service 25 years. I was supposed to be getting 60 mgs of data speed for a year. It turns out if I got 20 mgs I was lucky. A repairman came out yesterday to fix the issue and said I need a new box, would be back today to repair. I waited for the timeframe they told me, no one called or texted. I went into Where is my tech, appt was scheduled for a later time, again no one notified me. I waited till later still no one, I went on website again to: "Where is my tech", they rescheduled for tomorrow. I tried to get a hold of customer service, that was a mistake couldn't get through the automation. I then went to the live chat- they kept saying no one available to help me. I have waited all day for these people. Not a curiosity call, nothing. Their customer service I rate a 0.
We’re sorry to hear that you are not satisfied with your CenturyLink customer service experience. In order to assist you further, a member of our Customer Advocacy Team will contact you via email at the email address provided in your review. Thank you, CenturyLink Customer Advocacy Team
I RECEIVED A COLLECTION INVOICE FROM CONSTAR FINANCIAL SERVICES LLC FOR A PAST DUE CENTURYLINK ACCOUNT FOR SERVICES I NEVER RECEIVED.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. Prior to this replay, the customer engaged a member of the social media team who has seen to the adjustment being placed and that account be scrubbed of any collection’s activity. Collections can take up to 45 days to update their database so the customer may still receive one or two notices but can disregard them.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: Message from Centurylink is for another customer
Sincerely
CenturyLink
appreciates the opportunity to review the issues or concerns regarding the rejection
that has been submitted by Ms.. This
is the correct response to the original complaint, the name was input
incorrectly.Here
it is again:“CenturyLink appreciates the opportunity to review the issues or
concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback
is appreciated and utilized to enhance our training. Prior to this replay, the customer engaged a member of the social media team
who has seen to the adjustment being placed and that account be scrubbed of any
collection’s activity. Collections can take up to 45 days to update their
database so the customer may still receive one or two notices but can disregard
them.”Again,
CenturyLink acknowledges the customers’ concerns and apologizes for any issues
or inconvenience that may have been experienced. Sincerely,***
*** Executive
Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: Centurylink associate still trying to provide a letter of explanation. Also name is still not mine (My name is Mr. ***)
Sincerely
I have not had fully functioning internet for over 3 weeks. I have called Centurylink almost daily. They sent me multiple modems which did not fix the problem. They sent technicians that have told me there was a different problem each time. I was finally told that there is a problem with an outside line. A supervisor would call me about repair. That was last Friday. I received no call. On Monday morning another technician came out and said there was a problem with the outside line and his supervisor would call about repairing it. It is now Tuesday and no one has called me. I have called the 800 number multiple times asking for a supervisor. No one ever calls me back despite being promised a phone call. I cannot work from home and I am not getting paid because my internet is not working. I am going to lose my job over the complacency of CenturyLink.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. A technician was dispatched on June 3rd and the statistics on the account show a stable connection and at the purchased rate.The customer has already been given adjustments of $45.00 twice for the service issues prior to this complaint.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***
Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because:
I have spent countless hours weekly on the phone and have lost income and almost my job due to my internet not working. When I first submitted my complaint a month ago I did not anticipate the lack of concern from Centurylink to extend another month. I have not had properly working internet for over 2 months and still do not have properly working internet. I had to today beg for another month credit from Centurylink which was not freely given. I have lost over $500 in income due to not being able to connect to my clients via video conference. I would like to be reimbursed for my loss of income.
Sincerely
CenturyLink appreciates the opportunity to review the issues or concerns regarding the rejection that has been submitted by Ms... The customer has received an additional month’s service credit already according to this rejection. CenturyLink does not compensate customers for lost time at work or corresponding wages that may have been lost as well.Again, CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,***
Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Complaint: ***
I am rejecting this response because: They are continuing to overcharge me for service and I have to call in to get credit. Centurylink has never offered to compensate me for my non-working internet. I just received another bill where I was overcharged beyond my price for life bill and I had to fight for another credit. This is getting ridiculous! I have also lost wages due to the inefficiency and lack of work ethic from the local Centurylink supervisor that refused approve my repair. I should not have to call Centurylink almost daily for months to get my service fixed. I deserve to be compensated in some way for the stress and loss of income I have endured due to Centurylink's poor customer service, followthrough, and refusal to repair my service.
Sincerely
I ordered Centurylink service last Tuesday. Scheduled the install for the next Monday. Took the whole day off of work to wait for the install tech. Said they would be there between 9:00 and 5:00. By noon no one had showed so I called to find out where the tech was. On hold for 45 minutes the operator answered and got disconnected right away. Called back on hold for another 30 minutes. Operator told me the tech wasn't going to be at my house that day but could not tell me why. Lost a whole days pay for a no show. Chatted with an agent online the next day. Waited 30 minutes for the chat to start. Was finally told on the chat that service was not available in my area. Was able to look at there website again and it showed that it was available. They did not seem to care that they made a mistake. They said they were going to refund the money that I already paid so that is something. But no compensation for the money I lost having to take the day off when all it would have taken from them was a call. Was trying to chat with the operator about it and they closed the window on me while I was in the middle of a sentence.
CenturyLink appreciates Mr. giving us the
opportunity to review our handling of his account ***/***. I would like to apologize for the less
than exemplary service that Mr. recently received from CenturyLink
representatives. His comments are
appreciated and, to improve customer service, will be investigated. Our representatives need to know the negative
impact we have on customers when we fail to do our jobs well. Our records indicate Mr. ordered new Internet service
on May 26, 2020, with a May 29, 2020 due date. Per the notations on the order, the order became a Held Order due to a
facility issue. Thus, the service could
not be installed as scheduled. The order
was cancelled and the $59.74 payment was refunded on June 1, 2020
(#***).CenturyLink apologizes for any inconvenience Mr. has experienced
and I apologize we cannot provide him service at this time.***CenturyLink Customer Advocacy
I'm trying to cancel my service, Ive called in multiple times this week. I wait on hold for 20 minutes and then get disconnected. I need to have this service canceled before I move. It should be illegal to make someone wait this long and auto disconnect them. They don't provide any other way to cancel.
I have reviewed the Revdex.com complaint from Mr. who is reporting problems trying to reach CenturyLink's Retention department. CenturyLink is happy to see if Mr. was able to get his disconnect order placed.
I have reviewed the account history and access showing Mr. was able to place his disconnect order on 06/02/2020. The account doesn't show any employee access prior to that date which supports Mr. claim he was unable to reach us on 06/01/2020. CenturyLink apologizes for the long hold times we certainly understand how frustrating that is. CenturyLink is working to resolve long hold time especially during peak hours and busier days of the week.
CenturyLink appreciates Mr. contacting us, so we could look into this matter and make sure he was able to get the order placed.
Sincerely,
Mr.
I called the IT department 2 weeks ago to troubleshoot my internet. Over the course of 2 days. It was determined I needed a new modem. Call and placed the order on Friday with a guaranteed delivery date the following Wed due to Memorial day. Did not receive the ordered modem. Called Thur morning was told the 1st agent never placed the order. Placed a second order with a guaranteed delivery date of Sat. No modem Sat. Called Monday was told guaranteed delivery by Tues. Today modem came, but it is a 2.4 only modem and will not work with my system. I got a C1100Z deliveried and I had a C3000Z prior too all this. I called again they swwore the correct one would be delivered Wed. Called after 5pm Tues to get the tracking number to ensure there really was going to be a package and they can't find it. I have been unable to ise my services for 2 weeks!!!! Every order is promised and never shows, no tracking number nothing.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Ms.. At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. Due to the holiday and the changed Guidelines with UPS considering the COVID-19 virus and how it has impacted the delivery chain, there have been some delays.The customer did get the C3000 series and the system is up and running at or above the provisioned speed. The customer, prior to this reply has already received $55.67 in adjustments for the lease and the time without service.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
I’ve been trying to cancel my WiFi for about a month now, I’ve called, I’ve online chatted, I’ve messaged them on Facebook. First, I’m locked out of my online account. Then I called and talked to 11 different people, I got transferred around 8 times while every single person told me that I didn’t have an account with them. I was promised that the last person I was transferred to would be able to get me all taken care of only to be hung up on after 2 hours of waiting. I called back, they told me to hang up and contact someone via online chat on their website. So I did, and the chat representative told me that I needed to call to get assistance. So then I take it to Facebook messenger, "***" was adamant in making sure that my account would be cancelled. After May 13th, I stopped getting responses. May 25th, I received an email saying that my account will be charged on June 1st. So I went back to messenger to see what was going on. I was assured it was cancelled and that I wouldn’t be charged again. Well today I woke up with a charge from Centurylink.
I have reviewed the Revdex.com complaint from Mr. regarding a request for a refund and to ensure his account has been disconnected. CenturyLink is sorry to hear about the problems Mr. has experienced trying to resolve these issues. CenturyLink is happy to investigate Mr. account and provide him with our findings.
I was able to review the communication between Mr. and our social media department. The reason there was some conflicting information is due to there being two account numbers. I show Mr. had account *** which was closed on 04/23/2020 when it was converted to a prepaid account *** that was showing active. I have refunded Mr. payment of $59.27 back to his credit card and canceled the active account disconnect order number ***. Mr. can print out a prepaid modem return label by going to www.centurylink.com/returns.
CenturyLink appreciates Mr. contacting us, so we could find the cause of the conflicting information, refund the advanced payment, and ensure the account has been disconnected.
Sincerely,
Mr.
On 3/5/20 I ordered updated internet speed from Century Link. It was supposed to be ready on 3/11/20. On 3/10/20 we got a notice that it would not be ready and no date was given when it would be ready. After many phone calls inquiring when it would be ready, I had been told there was no budget for this. I talked to a supervisor a few times and finally was given someone who checked in to it for me. I received a call back that the funding was approved and they were working with a planner. I called back a few days later to see what was going on and the supervisor called me back and said that we wont be getting our updated internet speed until October as they need to get permits. Everyone around where I live has gotten updated internet speed after a month after calling Century Link. We currently have 1.5 for our internet speed and I have no choice but to work from home right now. My son is also doing college classes online at the same time. This is nearly impossible. I have contacted the Attorney Generals office and they contacted Century Link. Century Link let them know that they have to work with *** Energy and the Railroad on the permits. The person from Century Link who replied to the Attorney General's office, emailed me directly and said to let them know if I had any questions. I emailed them back and have had no reply. I have only ever had two phone calls back from Century Link and that was the one supervisor who returned my call in April. With everything going on right now, I would think permits could be pushed through sooner than October. No one can tell me why we are the only house that needs permits to help get our internet speed updated. They are horrible about providing information. Meanwhile, I cannot get the work done I need to for my job. There is one other person I know who was told they would have updated internet speed and hasn't gotten it. They live across the street and she has to get up in the middle of the night to do her work, as she has to work from home also during the COVID-19 pandemic. I have called all other internet providers and no one else will offer internet here, so that is not an option for me.
CenturyLink appreciates the opportunity to review the issues or concerns regarding the complaint that has been submitted by Mrs..At CenturyLink, we strive to provide outstanding customer service, and feedback is appreciated and utilized to enhance our training. Prior to the complaint, the customer filed the same complaint with the Washington State Attorney Generals office. Due to the fact, this upgrade requires permission/permits to be granted by the Railroad it has been explained that this could be as late as October before construction or upgrades to the terminal be completed.CenturyLink acknowledges the customers’ concerns and apologizes for any issues or inconvenience that may have been experienced. Sincerely,*** Executive Office Case ManagerCustomer Advocacy Group, CenturyLink
Have been out of internet for 5 days. Every time I get told the internet will be on at a certain time centerylink tells me different and extends the time. They tell me I will get a credit but it never shows on my bill.
CenturyLink appreciates Mr. giving us the
opportunity to review our handling of his account ***. I would like to apologize for the less than
exemplary service that Mr. recently received from CenturyLink representatives. His comments are appreciated and, to improve
customer service, will be investigated. Our
representatives need to know the negative impact we have on customers when we
fail to do our jobs well. Our records indicate there was a recent service outage in
Mr.’s area, which has been resolved. Mr.’s service is currently trained and authenticated. He has been connected for 25 days. An out-of-service credit for $8.71 was applied
to his account on May 28, 2020 and is reflected on the June 1, 2020 bill.Mr. Brignell is a valued customer and CenturyLink regrets
any inconvenience he has experienced.MargaretCenturyLink Customer Advocacy
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely
The problem is we have had century link for a few months now and the internet is INCREDIBLY SLOW and we've contacted them multiple times with no change once so ever and now they won't respond we were suppose to get an extender and it never came the person wouldnt write back if anything we would like our money back for all this time we have had it and no one to help us properly
I have reviewed the Revdex.com complaint from Mr. regarding slow internet speed and requesting an WIFI extender. CenturyLink is happy to investigate this matter and see what we can do to help.
I show Mr. has had two repair requested over the past few months both were resolved and closed. Unfortunately, Mr. can only get 3mbps service at his address which doesn't work well when multiple devices are being used, many gaming systems nor multiple uses of streaming services. CenturyLink doesn't offer nor support third party equipment such as WIFI extenders. If, Mr. purchases non CenturyLink equipment it would need to be supported by the products tech support not CenturyLink. Mr. service is currently running at 119% download speed to the modem 3.584 mbps on a 3 mbps provisioned line.
Due to the service issues I have refunded half a months service $30.00 to Mr. credit card. CenturyLink appreciates Mr. contacting us, so we could explain the use of non CenturyLink 3rd party equipment use, how multiple devices can degrade WIFI signals, check his current service to ensure it's running at full subscribed speeds.
Sincerely,
Mr.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID, and find that this resolution is satisfactory to me.
Sincerely